Consultant Technical Account Manager (TAM)
Primary Location: Remote - Massachusetts,
Additional Location(s): Massachusetts
Outseer, an RSA company, empowers the digital economy to grow by authenticating billions of transactions annually. Our payment and account monitoring solutions increase revenue and reduce customer friction for card-issuing banks, payment processors, and merchants worldwide. Leveraging 20 billion annual transactions from 6,000 global institutions contributing to theOutseerData Network, our identity-based science delivers the highest fraud detection rates and lowest customer intervention in the industry. See what others can’t at outseer.com.
What you’ll achieve:
As a Technical Account Manager (TAM) you will be key member of theOutseerProfessional Services team, responsible for supporting our largest and most strategically important customers. The ideal candidate will be a customer-facing strategic thinker, with asuccessful track record managing customer relationshipin complex technical environments. This candidate needs to be a creative & quick problem solver, with a technical background and proven collaboration skills.
You will be actively supporting one or more customer accounts, working closely with each of them to maximize the benefits of theOutseerproduct suite and services offerings in their organization, briefing them on new developments, actively managing their top open issues, and advocating for them withinOutseer. You will serve as anOutseerProfessional Services ambassador to your customers, and as your customer’s advocate withinOutseer. You will build relationships within your accounts, becoming their trusted advisor, focusing on the total customer experience and satisfaction. You will also be responsible for maintaining Professional Services internal system records for your accounts.
In this role, you will need to work across theOutseerorganization, leveraging various resources to support overall customer success, and to ensure that high priority customer issues and challenges are addressed efficiently and effectively. You will proactively drive activities to promote the system health at your accounts and improve customer satisfaction. You will communicate with your accounts regularly, and provide detailed reports using a cross section of services tools and applications. Working with Sales, you will support sales enablement for your accounts by collaborating withOutseer’saccount teams to understand the business strategy, salesopportunitiesand customer needs.
As the TAM assigned to one or more customer accounts, you will be responsible for:
Understanding your accounts in detail - organization, decision makers, goals, current & upcoming needs
Briefing your customers on theOutseerproduct suite and demonstrating features, as required
Assessing your customer’s current feature/function usage & the overall health of theirOutseerproduct implementation(s)
Performing health checks of their current implementation & recommending go forward strategies
Providing regular reports to proactively inform your customer of the overall account status, including ongoing projects, service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements.
Producing and presenting service reviews (monthly) and summary status reports (every 2 weeks)
Leading the preparation and presentation of the Quarterly Business Review
Ensuring Root Cause Analysis evaluations are completed and presented, following a customer event.
Advocating for your customers withinOutseer
Facilitating Executive briefs – internally and with your customers
Leading technical & management conference calls; provides status updates to your customers, the account team, and theOutseerexecutive team, as required.
Supporting improved customer satisfaction.
Supporting the Sales renewal cycle and identifying new business opportunities
Visits your customer’s site frequently.
Interacts with your customers regularly – typically daily
Other duties as assigned.
Bachelor’s degree, preferably in a STEM discipline
Minimum of 5 years of experience managing complex client-facing technical programs, and experience in relationship management
Prior experience working as a Technical Account Manager, Engagement Manager, Customer Success Manager, Technical Consultant or Technical Lead
Knowledge of information security concepts
Knowledge of the financial services sector and payments fraud is strongly desired
Experience with RSA products, or competitive products is strongly desired
Demonstrated ability to learn new tools,techniquesand processes quickly, with minimal guidance
Proven ability to perform tools assessments related to specific business needs, drive best practices, and demonstrate the use of a tool/feature to a variety of audiences
Ability to get up to speed quickly on requirements and deliverables of multi-faceted projects
Strong operational and critical thinking skills, with attention to detail
Ability to quickly identify and resolve recurring issues, connecting with key players as required
Highly developed skills to manage and prioritize multiple tasks, set priories, and meet challenging deadlines
Experience overseeing the work of peers and project partners in a collaborative environment
Ability and patience to actively listen and deliver difficult messages at any level in an organization
Prior experience creating and delivering effective presentations at any level in an organization
Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint), Teams, MS Project
Reporting and analytical skills using various tools/applications (e.g. Salesforce, JIRA, Tableau, and Excel)
Experience with SQL, rule-based applications, SOAP/Restful API’s, XML, etc.
Must be willing to travel to customer sites and work outside of traditional 9-5 work arrangement when reasonably required. i.e. client dinners, global status calls, etc.
Knowledge ofOutseer3DS and Fraud Manager products
Work experience with financial institutions, specifically internet banking / finance systems.
Certifications in Java development, Oracle DBA, or CISSPS.
Server Working knowledge of enterprise level networking (TCP/IP, VPNs, SFTP, Proxy, Firewalls).
Work experience in secure mission-critical data center environments
Any type of technology consulting
Additional spoken language – Spanish, Italian, German
Outseeris committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions atOutseerare based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national,social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.Outseerwill not tolerate discrimination or harassment based on any of these characteristics.Outseerencourages applicants of all ages.